Payment assistance

Helping you when times are tough

If you're having trouble paying or your circumstances have changed, we can help.

Explore payment assistance options

We may be able to provide some relief to assist with your financial challenges.

Choose the help you need:

Payment assistance when you need it

Depending on your level of urgency, we have flexible options that could help keep you connected.

Our Payment Assistance Policy (PDF, 277KB) outlines information for you to consider before applying for payment assistance. We have additional languages and other versions available.

Need more time to pay?

If you're having difficulty paying, you can request an extension of up to 14 days. It's faster and easier when you sign in to My Telstra.

Don't have a Telstra ID? Use your contact details to verify your identity.

Go to My Telstra

Change to a more affordable plan

You can review your monthly usage and change your plan any time during the month in My Telstra.

Manage your plan Consider switching to Pre-Paid

Review our concession offers

If you have a valid concession card, you could be eligible for a range of offers.

Explore our concession offers

When might you need our help?

If you're having trouble paying or your circumstances have changed, we can help keep you connected.

Whether it's a short-term setback or something longer term, we understand payment difficulties can happen for different reasons.

All Telstra customers have the right to ask for help if they are having problems paying their recharge, bill or invoice for any reason. The process for identifying a suitable arrangement is at no cost and can be tailored specifically for you.

Whatever your situation, we will work with you to find a solution that is right for you.

Telstra's payment assistance

We have a range of payment assistance options to help you, including giving you more time to pay, a tailored payment plan and other options, including those that can keep you connected.

Our Payment Assistance Policy (PDF, 277KB) outlines information for you to consider before applying for payment assistance.

How can you apply for payment assistance?

To apply, you can:

Request support online and we'll be in touch to discuss the best option for you. Apply for payment assistance.
Message us in My Telstra. Monday to Sunday 7:30am – 12am (Midnight) AEST.
Call us on 13 22 00 and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.
Visit a Telstra store and speak to one of our team. Find your nearest store.

Other support to help you

Free and independent financial counselling services

You can visit the National Debt Helpline or talk to a Financial Counsellor from anywhere in Australia by calling 1800 007 007.

Complaints

If you're not happy with the outcome of your application for payment assistance with Telstra, you can lodge a complaint and we'll work to resolve it as soon as possible.

Message us in My Telstra on the 'Get help' tab.
Call us on 13 22 00 and say 'complaint'.
Go online to make a complaint.

Telecommunications Industry Ombudsman (TIO) Complaints

You can raise a complaint with the TIO or call 1800 062 058.

Frequently asked questions

If you're struggling to keep up with your payments, you may need payment assistance. Whether it's a short-term set back or something longer term, we understand that payment difficulties can happen for many reasons, such as:

Change in circumstances
Loss of employment or unemployment
Personal or household illness
Low or reduced income
Impacted by disaster
Domestic or family violence
Family death
Bankruptcy or insolvency.

We take considerable care in assessing applications individually.

To be eligible for support, you must:

be an active Telstra customer; and
have problems paying for your Telstra service. You may not be eligible for our payment assistance if we verify that you don't have an active account with Telstra. If you are not eligible for our support, we will contact you and let you know why.

Our priority is to keep you connected, get you back on track and make sure you feel you can meet your financial commitments.

We'll only disconnect your Telstra services as a last resort. We'll send you written notices before this happens. The sooner you contact us, the sooner we can help you. Access our Payment Assistance Policy (PDF, 277KB) for more information.

We’re here to help when times are tough and we have a range of support available.

Firstly, you don’t need to spend hundreds of dollars to update your phone. To help you in the transition, we’ve taken the guess work out of finding a compatible device. Explore our devices.

We also have a range of payment assistance options available, including:  

Giving you more time to pay or a tailored payment plan
Other options, including those that can keep you connected.

For more information on payment assistance, see our Payment Assistance Policy (PDF, 277KB) or access it under 'Payment' in My Telstra.

If you still need help, please find a store or call us on 13 22 00 and we’ll work with you to find a solution.

Once you've completed the payment assistance application, we'll be in touch within seven business days to let you know the outcome of your application.

To view the progress of your application request, sign in to My Telstra:

Go to Profile
Select New account activity
Select in progress.

You may no longer be eligible for help under an agreed payment assistance plan if:

You fail to meet an obligation in your payment assistance plan, such as not making an agreed payment when it is due; and/or
you don't make reasonable attempts to respond if we try to contact you about your payment assistance plan and the possibility of suspension or disconnection of your service;
we genuinely believe you are unable or unwilling to pay your debts and we want to avoid you increasing the debt you owe us; or
you agree you won't be able to complete your payment assistance plan.

Please contact us if your situation changes and you can no longer meet the obligations of your payment assistance plan or need more help.

Call 13 22 00 and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.

You can also email us at [email protected]

At the conclusion of your payment assistance plan, we will send you confirmation advising that you will return to your usual service and plan conditions, including payment due dates.

You can reach out to discuss extending the support if your circumstances have changed or if you still require assistance at that time. If you have previously received payment assistance, you can apply again at any time.

Yes, you can request an online suspension of one or more services for up to 90 days. You'll receive a credit on your monthly bill for the time your service is suspended. Note: Not available on Upfront plans.

When you no longer need your service suspended, resume your service.

Access further support

Discover other payment options or choose additional support that may be available to you.

Need more help?

Message us

You can message us and we'll notify you when we respond. Monday to Sunday 7:30am – 12am (Midnight) AEST.

Send message

Phone

Call us and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.

Call 13 22 00

Request support online

Tell us more about your situation and we'll be in touch to discuss the best option for you.

Apply for payment assistance

Multilingual service

For assistance in languages other than English, call the Telstra Multilingual Service. Monday to Friday 8am – 6pm AEST.

Call 1800 241 600